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Technical Support Manager

Company: SEB Professional
Location: Tustin
Posted on: January 12, 2022

Job Description:

Job Category: Call Center

Requisition Number: TECHN001068

Posted: 2021-11-19

Schedule: Full-Time


Technical Support Manager


You may not know, but our products are part of everyday life for everyone, even you. We're a small company that's big business. If you're looking to put your love of coffee to work, keep reading. We are SEB PROFESSIONAL North America, the leader in high-end automated coffee and espresso machines. You may know us better by our brands: Schaerer, WMF, and Wilbur Curtis. Chances are you may have used our products this morning at Dunkin Donuts, Starbucks, or Tim Hortons on your morning coffee run. And we just keep growing, which is why we are looking for people like you to join this team. If you're looking to solve problems and blaze trails in the coffee business, we would love to talk to you.

What you'll do:
Responsible for employee life cycle, including hiring, training, mentoring, and performance management of the individuals and team.
Ensures staff understands and complies with all team objectives, performance standards, and policies while inspiring and motivating team members to drive efficiencies and increase quality.
Manages technical training team including curriculum and curriculum development, testing, and certification requirements.
Manages training priorities, training schedules, and quality of training provided as well as the necessary equipment.
Manages and coaches' technicians who troubleshoot equipment electrical and mechanical problems with field technicians over multiple communication channels.
Ensures availability of technical support by managing the team with primary call center KPI and ensuring given service levels.
Collaborates closely with product management and quality control in analyzing repair data to improve machine reliability at the customer level and ensure financial goals are met.
Analyzes and reports issues with specific equipment, vendors, and customers to Senior Management.

In this role:

People who are successful at SEB PROFESSIONAL are driven, focused, and assertive, who have limited patience for the status quo. If this sounds like you, we would love to see you apply and learn more about you!

Do you have the following skills?
3+ years experience managing a technical team, remote team management is preferred!
Bachelor's degree required, preferably electrical engineering.
Proven ability to work transversely across departments; supporting training needs in multiple channels, escalating issues to sales or product management, partnering with contact center team, and working with the internal and external field service teams.
Ability to do train remote troubleshooting and problem resolution. May act as a point of escalation.
Experience driving KPI improvement in a call center environment.
Excellent verbal and written communication skills.
Intermediate knowledge of MS Office required.

This job does have some physical demands as well. Can you:
Sitting or standing at a desk while using the phone and computer.
Occasionally lifting of up to 50 pounds.
Some weekend work is required.
10% travel required

Compensation & Benefits: What's in it for you?

SEB PROFESSIONAL North America provides a competitive compensation package including health and welfare benefits, paid time off, and a retirement savings program.

What it's like to work here

At SEB PROFESSIONAL you have the autonomy to solve problems big and small. You may falter, but with the freedom to try comes the responsibility to course correct. Your big ideas, new thinking and passion for coffee fuel millions of people as they take on their day. We roll up your sleeves, bringing joy to coffee drinkers everywhere. Here, it's not just a cup of coffee it is countless hands building, thinking, and creating that sparks passion around the world.


Keywords: SEB Professional, Tustin , Technical Support Manager, IT / Software / Systems , Tustin, California

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